TOURISTS' SATISFACTION DEGREE FOR SERVICE QUALITY IN HOTEL INDUSTRY. A CASE STUDY IN ROMANIA

The paper aimed to estimate customer's satisfaction degree determined by the quality of the hotel services. In this purpose, a face to face survey based on questionnaires was run in September 2019 using a sample of 34 Romanian and foreign tourists who had one night accommodation, dinner and breakfast in Krystal Hotel, a three stars unit in Hunedoara County. The results of their answers were processed using a 5-level Likert Scale which was helpful to calculate the scores for every item taken into consideration for characterizing the service quality in this hotel. The partial scores for various quality aspects were very high and as a result the global score accounted for 4.98, that is almost 5, which is the maximum figure a hotel could get. This study showed that the hotel managers who pay attention to service quality could be successful in their business for a long run. Customer's satisfaction degree must be carefully studied and be consider a fundamental item in setting up the future development strategy. A high service quality well correlated with price will be a guarantee for a high degree of satisfaction among customers, and in its turn, a high degree of satisfaction of the customers will assure a high tourist inflow, a higher occupancy rate, income flow and profit in hotel industry.